<html>
<head>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8">
<title>Resellers Ticket System - F.A.Q.</title>
<script>
var opened_tab = 'client_support';
function openTab(id){
	if(opened_tab != ''){
		document.getElementById((opened_tab + '_layer')).style.display = 'none';
		document.getElementById(opened_tab).className = 'notselected';
	}
	if(document.getElementById(id)){
		opened_tab = id;
		document.getElementById((opened_tab + '_layer')).style.display = 'block';
		document.getElementById(opened_tab).className = 'selected';
	}
}
</script>
<style type="text/css">
.myTable {
	font-family: Arial, Helvetica, sans-serif;
	font-size: 9pt;
	border:none;
	background-color:#FFFFFF;
}
.myTable td {
	padding: 5 5 5 5;
}
.main {
	border: #FFB988 solid;
	border-width: 0px 1px 1px 1px;
}
.blank {
	border: #FFB988 solid;
	border-width: 0px 0px 1px 0px;
}
.selected {
	background-color: #FFFFFF;
	border: #FFB988 solid;
	border-width: 1px 1px 0px 1px;
	cursor: pointer;
	cursor: hand;
}
.notselected {
	background-color: #FFB988;
	border: #FFB988 solid;
	border-width: 1px 1px 1px 1px;
	cursor: pointer;
	cursor: hand;
}
p {
	padding-left: 10px;
	padding-right: 10px;
}
body {
	background-image: url(https://secure.resellerspanel.com/login/images/bg_body.gif);
	background-attachment: scroll;
	background-position: top;
	background-repeat: repeat-x;
}
</style>
</head>
<body>
<table cellspacing=0 cellpadding=0 width="700 px" class="myTable" align="center" >
	<tr>
		<td width=100 height=6 class='blank' align="center">&nbsp;</td>
		<td width=200 height=6 class='selected' align="center" id="client_support" onClick="openTab(this.id);"><b>Client Support Section</b></td>
		<td width=100 height=6 class='blank' align="center">&nbsp;</td>
		<td width=200 height=6 class='notselected' align="center" id="reseller_support" onClick="openTab(this.id);"><b>Reseller Support Section</b></td>
		<td width=100 height=6 class='blank' align="center">&nbsp;</td>
	</tr>
	<tr>
		<td colspan=5 class='main'>
			<div id="client_support_layer" style="display:block;">
				<a name="client_top"></a>
				<p align="justify"><strong>&nbsp;</strong></p>
				<p align="center"><strong>24x7 Support Center &raquo; Client Support</strong></p>
				<p align="justify"><strong>&nbsp;</strong></p>

				<p align="justify">
					<strong>&raquo; <a href="#client01">What is the purpose of the Client Support section in the Resellers Control Panel?</a></strong><br><br>
					<strong>&raquo; <a href="#client02">Am I obliged to provide technical support to my customers?</a></strong><br><br>
					<strong>&raquo; <a href="#client03">How does a client of mine open a trouble ticket?</a></strong><br><br>
					<strong>&raquo; <a href="#client04">How do I know if a client of mine has requested help?</a></strong><br><br>
					<strong>&raquo; <a href="#client05">How do I answer a trouble ticket and send it back to my client?</a></strong><br><br>
					<strong>&raquo; <a href="#client06">What happens if I cannot answer a question? How do I forward it to ResellersPanel's technical support?</a></strong><br><br>
					<strong>&raquo; <a href="#client07">What is the RSP Not Answered tab section for?</a></strong><br><br>
				<p align="justify"><strong>&nbsp;</strong></p>

				<p align="justify"><a name="client01"></a><strong>&raquo; What is the purpose of the Client Support section in the Resellers Control Panel?</strong> (<a href="#client_top">back to top)</a><br>
				  The Client Support section has been added to the Resellers Control Panel in order to allow you to provide direct support to your existing customers. This is a feature that some of our resellers requested as they would like to maintain total control over their web hosting business.<br></p>
				<p align="justify"><strong>&nbsp;</strong></p>

				<p align="justify"><a name="client02"></a><strong>&raquo; Am I obliged to provide technical support to my customers?</strong> (<a href="#client_top">back to top)</a><br>
				   In general, the 24/7 technical support to your customers is our responsibility. However, when you create custom hosting plans using the Liquid Plan Builder and choose Own Customer Support, you will be required to provide support to all customers of yours who order such a custom plan. All tickets opened by these customers, will be received here in the Resellers Ticket System. You will have 15 days to reply to them. After that period of time they will be closed automatically.<br></p>
					<center><div align="justify" style="background-color: #FFFFC6; width: 600px; padding: 5px; border:1px solid #F98927; font-weight: bold;"><font color="red">Note:</font> In this case, the quality of the 24/7 customer support depends on your personal efforts. However, you can always count on our experienced team to help you with difficult questions from your clients.<br>
					</div></center>
				<p align="justify"><strong>&nbsp;</strong></p>

				<p align="justify"><a name="client03"></a><strong>&raquo; How does a client of mine open a trouble ticket?</strong> (<a href="#client_top">back to top)</a><br>
				  Your clients are able to request help directly from their hosting control panel. This is done through the Help Center section by clicking the "request help" link.<br></p>
				<p align="justify"><strong>&nbsp;</strong></p>

				<p align="justify"><a name="client04"></a><strong>&raquo; How do I know if a client of mine has requested help?</strong> (<a href="#client_top">back to top)</a><br>
				  To check whether a client of yours has requested help, go to the Client Support section of your Resellers Control Panel. In the <strong style="background-color: #FFB988">&nbsp;Not Answered&nbsp;</strong> tab you will find a list containing all the tickets that have been opened and not answered. You can view the ticket number, its subject and status, the date it has been opended on and the average answer time. An e-mail will be also sent to you in order to notify you of a client's request for help.<br></p>
				<p align="justify"><strong>&nbsp;</strong></p>

				<p align="justify"><a name="client05"></a><strong>&raquo; How do I answer a trouble ticket and send it back to my client?</strong> (<a href="#client_top">back to top)</a><br>
				  To answer a trouble ticket, go to the <strong style="background-color: #FFB988">&nbsp;Not Answered&nbsp;</strong> tab in the Client Support section and click on the ticket number. In a window that will open you may answer a client's question.<br></p>
				<p align="justify"><strong>&nbsp;</strong></p>

				<p align="justify"><a name="client06"></a><strong>&raquo; What happens if I cannot answer a question? How do I forward it to ResellersPanel's technical support?</strong> (<a href="#client_top">back to top)</a><br>
				   If a question can not be answered, feel free to forward it to our outstanding technical support team. When posting a ticket comment, select ResellersPanel Support as a recipient. Our team will review the whole communication and will reply back. You will receive the reviewed ticket back in the <strong style="background-color: #FFB988">&nbsp;Open&nbsp;</strong> tab. A notification will be sent to you by e-mail as well.<br></p>
				<p align="justify"><strong>&nbsp;</strong></p>			
				
				<p align="justify"><a name="client07"></a><strong>&raquo; What is the RSP Not Answered tab section for?</strong> (<a href="#client_top">back to top)</a><br>
				   The <strong style="background-color: #FFB988">&nbsp;RSP Not Answered&nbsp;</strong> tab section contains tickets that were sent to you by our technical support staff, but you did not respond to them. These tickets have been opened by clients of yours to whom we provide support. In those tickets that we sent to you, we may require some additional information from you in your capacity as a reseller.<br></p>
				<p align="justify"><strong>&nbsp;</strong></p>

			</div>
			
			<div id="reseller_support_layer" style="display:none;">
				<a name="reseller_top"></a>
				<p align="justify"><strong>&nbsp;</strong></p>
				<p align="center"><strong>24x7 Support Center &raquo; Reseller Support</strong></p>
				<p align="justify"><strong>&nbsp;</strong></p>

				<p align="justify">
					<strong>&raquo; <a href="#reseller01">What is the purpose of the Reseller Support section in the Resellers Control Panel?</a></strong><br><br>
					<strong>&raquo; <a href="#reseller02">How do I open a trouble ticket?</a></strong><br><br>
					<strong>&raquo; <a href="#reseller03">How can I see whether there has been a reply to my ticket?</a></strong><br><br>
					<strong>&raquo; <a href="#reseller04">How do I close a trouble ticket when the problem has been fixed?</a></strong><br><br>
					<strong>&raquo; <a href="#reseller05">How do I re-open a trouble ticket when I need further assistance?</a></strong><br><br>
				<p align="justify"><strong>&nbsp;</strong></p>

				<p align="justify"><a name="reseller01"></a><strong>&raquo; What is the purpose of the Reseller Support section in the Resellers Control Panel?</strong> (<a href="#reseller_top">back to top)</a><br>
				  The Reseller Support section allows you to request help from our outstanding technical support team by opening a trouble ticket. Beside the already familiar online contact form, e-mail, live chat and phone support, this is the newest method of contacting our support team.<br></p>
				<p align="justify"><strong>&nbsp;</strong></p>

				<p align="justify"><a name="reseller02"></a><strong>&raquo; How do I open a trouble ticket?</strong> (<a href="#reseller_top">back to top)</a><br>
				  In order to open a trouble ticket and request help, go to the Reseller Support section of your Resellers Control Panel and click the <strong style="background-color: #FFB988">&nbsp;Open A New Ticket&nbsp;</strong> tab. After you fill in all the required fields, submit the ticket by clicking the <strong style="background-color: #FFB988">&nbsp;Add Ticket&nbsp;</strong> button. We will reply back to you in less than an hour.<br></p>
					<center><div align="justify" style="background-color: #FFFFC6; width: 600px; padding: 5px; border:1px solid #F98927; font-weight: bold;"><font color="red">Note:</font> Please provide us with all the details about your problem or inquiry so that we can be helpful enough and assist you accurately.<br>
					</div></center>
				<p align="justify"><strong>&nbsp;</strong></p>

				<p align="justify"><a name="reseller03"></a><strong>&raquo; How can I see whether there has been a reply to my ticket?</strong> (<a href="#reseller_top">back to top)</a><br>
				  Once our support team replies to your question, the ticket you have opened will remain in the <strong style="background-color: #FFB988">&nbsp;Open&nbsp;</strong> tab section for you to preview it. You will receive a notification by e-mail that there has been a reply to your request for help.<br></p>
				<p align="justify"><strong>&nbsp;</strong></p>

				<p align="justify"><a name="reseller04"></a><strong>&raquo; How do I close a trouble ticket when the problem has been fixed?</strong> (<a href="#reseller_top">back to top)</a><br>
				  If you are satisfied with the answer you have received or if the problem you have experienced has been solved, you may close the trouble ticket by clicking on its number first, and then on the <strong style="background-color: #84C1FA">&nbsp;Close It&nbsp;</strong> link. We would be very happy if you evaluate our support team by voting and sending us your feedback.<br></p>
				<p align="justify"><strong>&nbsp;</strong></p>

				<p align="justify"><a name="reseller05"></a><strong>&raquo; How do I re-open a trouble ticket when I need further assistance?</strong> (<a href="#reseller_top">back to top)</a><br>
				  If you believe that you did not receive an accurate assistance, you may re-open an already closed trouble ticket from the <strong style="background-color: #FFB988">&nbsp;Closed&nbsp;</strong> tab section. Click on the ticket number and then on the <strong style="background-color: #84C1FA">&nbsp;Re-Open&nbsp;</strong> link. After the ticket changes its status to "Opened", you may type your new comment and submit it again.<br></p>
				<p align="justify"><strong>&nbsp;</strong></p>
				
			</div>
		</td>
	</tr>
	<tr>
		<td colspan=5 class='main' bgcolor="#FFB988">
			<p align="center"><input type=button value="Close Window" onClick="window.close();"></p>
		</td>
	</tr>
</table>
<br>
<script>
     var tab = '<? if (isset($tab)) echo $tab; ?>';
     if(tab == 'client_support' || tab == 'reseller_support'){
          openTab(tab);
     }
</script>
</body>
</html>